IT End-User Support Analyst

Job Description:

IT End-User Support Analyst

Description

Job Description

Office of Information Technology

Annual Salary Range: $86,215 -$114,939

FLSA Non Exempt / Union Represented

This position allows for up to three days of remote work.

About the Office

The Office of Information Technology (IT) is responsible for applications, infrastructure, and data security support to further the goals and mission of the State Bar.

About the Position

We are seeking a skilled and customer-focused IT End-User Support Analyst I to join our on-site IT team in Los Angeles, CA, working in the office 5 days a week. In this role, you will provide frontline technical support, troubleshoot issues, and assist with the management of key IT systems and tools. The ideal candidate will have a strong foundation in IT concepts, a passion for learning, and the ability to adapt to emerging technologies. You will work with tools like Zendesk for ticketing, SharePoint for collaboration, Active Directory (AD Manager Plus) for user management, Microsoft Intune for device/ policy management, and SCCM (System Center Configuration Manager) for system configuration. Additionally, you will provide meeting support, ensuring seamless collaboration and communication across the organization. Experience or interest in Microsoft Purview, eDiscovery, Litigation Hold, and Retention policies is a plus, as these tools play a critical role in data governance and compliance.

Definition

Under general direction, performs professional duties related to the analysis, development, maintenance and administration of computer hardware and software systems to meet business needs. Incumbents may perform any of the following functions: analyzes, designs, monitors and administers servers and related platforms; designs, maintains, configures and monitors network, website, and/or telecommunications infrastructures and related system components; consults with departmental customers to identify and analyze business functions that can be improved by the implementation of new hardware and/or software solutions; designs and develops custom applications and/or enhances/modifies existing applications; performs professional-level systems maintenance and customer support duties; and performs other related duties as assigned.

IT Analysts will have a primary concentration in Applications, Database, System/Server/Platform Analysis, Website design and development, or Network and Telecommunications Analysis/Administration.

Distinguishing Characteristics

IT Analyst I This is the entry-level class in the IT Analyst series. Positions in this class are typically distinguished from the IT Analyst II by the performance of less than the full range of duties assigned to the series, work on less complex matters, and under more direct supervision. IT Analyst II This is the journey-level class in the IT Analyst series. Positions in this class are distinguished from the Information Technology Analyst I by the performance of the full ranges of duties; work on more complex matters, and under less direct supervision. Positions in this class are flexibly staffed and are normally filled by advancement from the entry level.

Examples of Essential Duties

Duties may include, but are not limited to the following:

• Evaluates customer technical needs and recommends solutions; plans, determines requirements, designs, builds, customizes, tests, implements, maintains and/or enhances a variety of hardware and software systems, integrating State Bar network infrastructure and/or other systems; considers protocols, acceptable system security risk, and other related elements.
• Provides professional customer support for system-related software and/or hardware issues, needs, or requirements. Interacts with clients to analyze system requirements; recommends technology solutions to improve operations.
• Determines and develops cost benefit analyses related to recommended technical solutions; evaluates risk options; ensures project compliance with State Bar procedures or protocols, budgetary constraints and staff/resource utilization.
• Responsible for the coordination and completion of projects that are limited in scope and/or specific to area of assignment; develops and monitors project budgets and resources; interfaces with clients to define project scope and review project activities, recommendations and outcomes; coordinates the use of project resources based on project requirements; designs and implements project testing and quality assurance processes.
• Coordinates information technology activities of State Bar departments and/or vendors consistent with project plans; identifies and resolves obstacles to progress; prepares for and manages delivery and installation.
• Prepares technical documentations, procedural plans, reports, correspondence and other documents; participates on committees and task forces; attends meetings, conferences and training sessions.
• Builds and maintains positive and professional working relationships with co-workers, other State Bar employees, vendors, and the public, using principles of good customer services.
• Exercises technical or functional supervision over technical staff, other professional staff on a project basis and contractors/vendors.
• Provides after hours technology support as required.
• Performs other related duties as assigned.

Additional duties when assigned to:

Applications:

• Writes applications and/or system requirement and design specifications, designs application and/or system flow diagrams, schematics, file structures, reports, forms and menus; prepares a definition of the problem, the desired output, and performance requirements.
• Writes computer programs and/or scripting based on established specifications using various computer languages; writes, revises and maintains computer code for applications development, enhancement, or modification.
• Performs various system quality assurance activities; tests, troubleshoots and debugs system issues using appropriate technology; prepares and executes testing plans to validate functionality and resolve issues.
• Conducts training pertaining to the use of new applications or systems for users and/or other information technology staff.
• Provides professional systems support to applications users.

Database:

• Performs database management and administration tasks; troubleshoots and resolves database problems; monitors and tunes database applications; verifies the integrity of data within the database.
• Ensures maximum database capacity and database protection, manages data and file space allocation, monitors and administers database security. Creates and tests database backups; performs backup and recovery tasks.
• Designs and modifies database structures, tables, and files; implements design using established techniques.
• Performs database queries and data analysis processes; installs, configures, and administers database related reporting tools requires for State Bar applications.
• Develops and maintains standards, procedures, and methodologies for effective operations, access and data integrity of State Bar database systems.

System/Server/Platform Analysis:

• Builds, installs, configures, maintains and administers server platforms and operating system components for mainframe, microcomputer and/or client server systems.
• Maintains telephone servers; call manager, voicemail, call center, and paging systems.
• Designs and administers active directory, exchange, e-mail, backup and related systems. Adds users, computers and servers to active directory domain.
• Assists with the development and integration of new tools for compliance with business unit requirements.
• Performs system administration installing, updating, maintaining and administering various operating systems on various platforms, maintains the integrity of network structures and support routines, provides system administration services.
• Obtains new and upgraded systems from vendors and utilizes tools; tests and installs critical upgrades and security patches; serves as main client interface on all aspects of projects.
• Tests and installs critical upgrades and security patches; develops and tests backup and restoration procedures; designs, administers and makes provisions for storage area network (SAN); monitors performance and utilization of SAN.

Network and Telecommunications Analysis/Administration:

• Administers a departmental Local Area Network (LAN); monitors and adds users; installs and configures software; coordinates connectivity with the State Bar Wide Area Network (WAN).
• Designs, configures and installs network infrastructure, including wireless equipment, hubs, switches, cabling, servers, and peripherals.
• Investigates, analyzes and resolves server, telecommunications and/or network problems; troubleshoots failures, implements solutions.
• Evaluates and implements network upgrades; test hardware and software to ensure optimal functionality.
• Designs, implements and maintains telecommunications systems, including, but not limited to, telephone systems, radio network, and the audio/video systems for State Bar departments.
• Analyzes business needs and prepares design specifications, recommendations, and solutions for telecommunications technology.

Web Administration:

• Designs and develops technical methodologies for solving Web-based development problems and provides Website project planning and Website design assistant.
• Designs, develops and maintains websites, including the design of website navigation and application frameworks and creates database connections.
• Installs, configures, and administers Web software required for State Bar applications; develops and maintains databases.
• Develops and maintains procedures and programs for the delivery and production of Web content, version control for content files, interface and navigation and testing of new tools.
• Interfaces with staff on projects, new technologies and deadlines on Web administration; gathers information from design and technical staff on Website development needs.
• Develops recommendations for Web-based technical standards and for maintaining new Web technologies such as browsers, languages, plug-ins, Hypertext Mark-up Language (HTML), graphics for the internet, and conversion techniques for computer documents.

Employment Standards

Knowledge of:

• General operations, services, concepts terms and activities common to a comprehensive state-of-the-art information systems program.
• Principles, methods and techniques used in designing, developing, testing and implementing computer hardware and software systems.
• Data processing techniques, including the types of hardware and software currently used to process data with different levels of complexity.
• Structured analysis and database concepts.
• Computer hardware and software systems similar to those used by the State Bar.
• Tools and equipment used in testing the functionality of computer applications.
• Principles and practices of troubleshooting computer hardware, software and network problems, security issues, threats, vulnerabilities, and attacks.
• Principles and practices of customer service.
• Methods and techniques of developing and presenting technical documentation and training materials.
• Principles and practices of recordkeeping, modern office procedures, methods and equipment.

When Assigned to: Application:

• Information system development lifecycle and design principles using flowcharting techniques and prototype development tools.
• Basic principles and practices of business operations and workflow analysis.
• Various programming and scripting languages.

Database:

• Database architecture and administration, design methods and techniques.
• Techniques for defining logical relationships among data, processes or events.

System/Server/Platform Analysis:

• Server platforms and operating system components for midrange, microcomputer and/or client server systems.
• Techniques and practices used in managing, designing, implementing, maintaining and operating information-processing systems.

Network and Telecommunications Analysis/Administration:

• General operational characteristics, configuration and setup of local and wide area network and communication systems, equipment and devices, including telephone and radio equipment.
• Networking principles and methodologies.
• General operational characteristics, configuration and setup of communication systems, equipment, and devices.
• Functionality of firewalls, switches, routers and peripherals and how they interact within the network infrastructure.

Web Administration:

• Principles of Web architecture and development tools, testing and implementation of scripts and programs for the production and delivery of Web content.
• Web and internet development languages.

Ability to:

• Gather, analyze and evaluate data and information in order to reason logically, draw valid conclusions, take appropriate actions and/or make appropriate recommendations.
• Learn to research, design, implement and maintain various hardware and software technology solutions, including new technology.
• Communicate technical information to a wide variety of users.
• Learn, interpret and explain pertinent State Bar and department policies and procedures.
• Plan, organize, prioritize and process work to ensure that deadlines are met.
• Learn and utilize specialized terminology, if needed, and interpret and apply technical information pertaining to computer and network systems.
• Adapt quickly to changes in policies, procedures, assignments and work locations.
• Communicate effectively, both orally and in writing.
• Establish and maintain effective working relationships within and outside the department.
• Learn to prepare and maintain documentation for procedures, processes, and tables related to area of assignment.
• Learn to identify and resolve system performance and security issues.
• Read, comprehend and retain technical information on computer products and systems.

When assigned to:

Application:

• Learn to conduct business process and needs analysis and propose technology solutions.
• Learn to develop information system designs, flow charts, report layouts and screen designs.
• Learn to code in a variety of programming languages, read and interpret source code and develop a working knowledge of new programming languages.
• Troubleshoot and repair a variety of application issues using appropriate program testing methods and tools.

Database:

• Troubleshoot database related problems.
• Learn to ensure maximum database availability and maintain data integrity.
• Learn to design and maintain active directory, exchange, e-mail, backup and related systems.

System/Server/Platform Analysis:

• Learn to analyze, build, install, configure, maintain and administer server platforms and operating system components for mainframe, microcomputer and/or client server systems.

Network and Telecommunications Analysis/Administration:

• Learn to monitor and analyze server and network performance and security and provide recommendations for improved server and/or network performance and security.
• Learn to plan, design, install and document new network segments and connections.
• Learn to analyze business needs and prepare design specifications, recommendations, and solutions for telecommunications technology.
• Learn to design, implement and maintain telecommunication system and projects.

Web Administration:

• Learn current web content management, web programming languages and computer graphic applications.
• Learn contemporary trends and techniques in web design.
• Learn to setup, configure and maintain Web-server and client software.

Minimum Qualifications:

Education:

• Bachelor's degree in a field that develops skills related to essential duties, or equivalent academic achievement.

Experience:

• Two (2) years of fulltime, progressively responsible experience in the analysis and troubleshooting of computer applications and operations is desirable.

Applicants meet who the Minimum Qualifications will be required to successfully complete the State Bar's selection process for this classification.

License, Certificate, Registration Requirements

• Possession of approved information technology certificates and/or completion of other approved technology-related training may substitute for some or all of the required education; certification or equivalent training hours is equal to one (1) year of education.

About the State Bar

The State Bar of California's mission is to protect the public and includes the primary functions of licensing, regulation, and discipline of attorneys; the advancement of the ethical and competent practice of law; and support of efforts for greater access to, and inclusion in, the legal system.

Our Values

Clarity | Investing in Our People | Excellence | Respect | Growth Mindset

Learn more about our values.

DEI Statement

We are a diverse, equitable, and inclusive workplace where all of our employees and prospective employees experience fairness, dignity, and respect.

Learn more about our commitment to DEI.